Service Engineer II

Job Description

Job Description

MEUS-IAD is looking for a Service Engineer located in the Mason, OH area.

POSITION SUMMARY:

Under moderate supervision, provide intermediate technical service and support to Machine Tool Builders (MTBs), dealers, and end-users through on-site service and call center support.

The essential functions of the position include, but are not limited to the following:

• Provide technical service and support to customers, including MTBs, dealers, and end-users.
• Provide on-site service at customer facilities using learned knowledge and experience of electro-mechanical assemblies, system operations, programming, and equipment diagnostics.
• Log in as an agent in the high-volume call center to support customer requests while upholding department goals for time to answer and total log-in time.
• Provide call center support by phone, email, text, chat, and other channels.
• Enter all technical claims, service activity, follow-ups, opportunities, and other customer-related inquiries into the database while maintaining data integrity.
• Maintain accurate details of daily events to support utilization goals.
• Diagnose equipment breakdowns using knowledge of machinery and other automated systems to maintain customer uptime.
• Install components, software, and solutions offered by MEUS-IAD, using knowledge of programming, calibrating, tuning, rebuilding, and maintaining customer equipment in the field.
• Support in-house diagnostic systems, including simulators, programming systems, and tools.
• Present and sell value-added services (VAS) to help customers accomplish their uptime goals, including CloudCNC, extended warranties, optional functions, machine tuning, control/system upgrades, and training.
• Promote all Mitsubishi products and support key initiatives to achieve strategic imperatives.
• Determine, order, and replace parts as necessary while maintaining van stock inventory by following up and creating returns for defective and unused parts.
• Participate in company training programs and pass exams at satisfactory levels.
• Create and/or update technical documentation.
• Provide feedback and highlight areas for design improvement to Technical Support Engineers.
• Fully participate in and complete all company surveys.
• Provide feedback to management regarding newly identified issues.
• Follow up on completed service calls to gauge customer satisfaction.
• Enter all praise and complaints into the current database.
• Coordinate with and take instruction and support advice from Senior Engineers.
• Perform other duties as assigned.

Supervisory / Managerial Responsibilities

None

Travel Requirements

Up to 80% travel based on customer demand, primarily within the assigned region.

ESSENTIAL EDUCATION, SKILLS AND EXPERIENCE

• Bachelor's in Electrical Engineering or equivalent related experience.
• 3+ years of experience in field service for industrial automation.
• Valid driver’s license with acceptable driving record.
• Knowledge of and experience using electrical and mechanical tools for machine repair.
• Hands-on experience using voltmeters, oscilloscopes, and other test and measuring equipment.
• Ability to read and understand technical documentation, including schematics, logic, and procedures.
• Computer proficiency, including knowledge of Microsoft Office (Outlook, Word, and Excel).
• Experience working in a customer-focused, team-oriented environment.

BENEFICIAL EDUCATION, SKILLS AND EXPERIENCE

• Experience with Computerized Numeric Control (CNC) products preferred.
• Experience with robots and how they operate is a plus.
• Experience with factory automation is a plus.
• Additional field service experience is a plus.
• Experience with motion controllers (AC and DC) and programmable logic controllers (PLCs) is a plus.

The pay range for this position at commencement of employment is expected to be between $30.77/hr. and $42.31/hr.; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including commissions based on achieving individual performance and/or sales metrics, incentive compensation and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these additional compensation and benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

We are an equal employment opportunity employer. All employment decisions are made without regard to race, color, religion, sex, pregnancy, breastfeeding or related medical condition, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity, gender expression, domestic partnership, physical disability, mental disability, medical condition, genetic characteristic or information, military or veteran status or other legally protected status (except when one of these criteria is a legally permissible bona- fide occupational qualification).

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the Company, or (c) consistent with the Company’s legal duty to furnish information.

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